Knowle House is a nursing home based in the UK.

Where we use the term “service user” in this Privacy Notice, we refer to residents in our nursing home.

We recognise the privacy and security of personal information is of utmost importance to our service users, their families and friends, our workers and professionals such as GPs and all those involved in looking after the welfare of our service users.

We have provided this Privacy Notice to detail why we need to collect personal information relating to our service users, families, friends and representatives, how we protect it and how we use it.

Our privacy policy is managed by the principle of only collecting and using personal details when they help us provide a better service to our service users and to meet our genuine interests including to protect our service users and workers.

The personal information we refer to in this Privacy Notice includes information that can be used to identify you. For example your name and address.

How do we collect information from you?

We collect information about you when you enquire about our services, use our website, and become a service user in our nursing home. We also collect information when you voluntarily complete our Quality Assurance Surveys or provide feedback about our services.

What types of information do we collect from you?

Personal data or personal information can be any information about an individual from which that person can be identified. We may collect, use, store and transfer different types of personal data about you as follows:

When you enquire about our care services:-

Personal information which includes your name, address, telephone numbers and email address.

When you use our website:-

Any personal details you knowingly provide us through email or forms, such as your name, address, telephone numbers and email address. We use the information that you provide so we can respond to your requests and communicate with you.

Your preferences and use of email updates, recorded by emails we send you (if you select to receive email updates)

Your IP Address: this is a string of numbers unique to your computer that is recorded by our web server when you request any page or component on the website. This information is used to measure your usage of the website.

Where you are a service user in the nursing home receiving our  care services:-

Personal details including your title, full name, maiden name, marital status, date of birth, gender, contact details including address (billing address or correspondence address), telephone numbers, email addresses, contact details for next of kin, your GP and other allied health professionals.

Financial information including bank account information to enable payment of services.

Transaction data including details of payments from you for the services we have provided.

Information about your life, including social history, health and wellbeing, treatment and care. This may also include information about your marital status, ethnicity and sexual orientation and details of medical treatments.

Notes and reports about your health and care provision including case assessments and medication provided.

Compliments, complaints, accidents and incidents information

Contributions to service user questionnaires and surveys.

Where you are the relative, next of kin, attorney or deputy to one of our residents:-

Personal details including title, full name, relationship to the resident, contact details including address, telephone numbers, email addresses.

When you visit one of our care homes:-

Name of the visitor, purpose of their visit and car registration details if car parking was used.

What information do we get from other sources?

We work closely with NHS Clinical Commissioning Groups (CCGs), local and health authorities, medical professionals and regulators to deliver our care services. We will receive information from them regarding your health and care including admission details, care records and medical records. We also work with other companies who provide professional services, advertising and marketing services.

How we use the information about you?

We process your personal data to manage the services we provide you, to carry out our obligations arising from any contracts entered into between us and you, to provide you with information or services you have requested.

Your care record will contain detailed information about your health and well-being including illnesses, medical appointments and treatments. It will also contain details of your attorney, deputies, your close family and next of kin. We will share these with medical and allied health professionals who have a legal and legitimate need to use the information to support the care provided to you.

We use either personal or anonymised data to review the performance of our care services as part of our continuing work to improve our services and meet the needs of our service users. We may use your details to contact you about any changes to our care services.

We may use your personal data to send you marketing information describing services that you may be interested in where you have consented to receive this beforehand. You may opt out of receiving this information at any time.

We share information with NHS Clinical Commissioning Groups (CCGs), local and health authorities, medical professionals and regulators regarding resident’s health and care including admission details, care records and medical records.

We are required from time to time to provide specific information about you without you or your representative’s consent. This may include: Reporting health or safety issues including infectious diseases

Where there is a legal or statutory requirement, court order or public authority instructs us to do so

Supporting police investigations, professional conduct hearings and safeguarding investigations in the public interest.

In exceptional circumstances, we may be required to share information without your or your representative’s consent. Circumstances may include:

Where a serious crime or fraud has been committed, If there is a serious risk to the public, resident or employees.  Where there is a need to protect children or vulnerable adults who are not able to decide if their personal data should be shared

How we store, process and protect your data?

We take the privacy and security of your personal data extremely seriously. We ensure we handle your data with the highest level of care by having clear internal policies and procedures, physical security to our premises and IT security technologies to prevent the unauthorised access, damage and loss of your data.

The personal data that we collect from you is only stored inside the European Economic Area (EEA), therefore ensuring we achieve the maximum privacy and security in line with UK Data Protection Laws.

How long will we hold your personal data?

We will only keep your information for as long as necessary to fulfil the purposes we collected it for, including satisfying any legal, contractual or reporting requirements. How long we keep the data for is determined by law and is largely determined by necessity. Once your information is no longer required it will be securely destroyed.

You can ask us to delete your data where retaining it is no longer necessary.

Whilst at all times compliant with legislation and acting reasonably, we reserve the right to judge what information we must continue to hold to be able to fulfil our legal and contractual obligations to you.

We may anonymise your personal data, so that you can no longer be identified, for research and analysis purposes in which case we may use this information indefinitely without further notice to you.

Where we process data based solely on your consent, you have the right to withdraw that consent at any time.

Access to your information and correction

You have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of your personal information, please email or write to us at the address set out in the “How to Contact Us” section below.

We try to respond to all legitimate requests within one month. It may take us longer if your request is particularly complex or you have made a number of requests. In which case, we will notify you and keep you updated.

You will not have to pay a fee to access your personal data and you are entitled to receive a copy of your personal data within one calendar month of receipt of your request and once we have verified your identity.

We want to make sure that your personal information is accurate and up to date. You may ask us to correct or remove information you think is inaccurate.

We may ask for proof of identity before we share your personal data with you or your representative.

Request restriction of processing:-

You have the right to request us to suspend the processing of your personal data where:

You want us to establish the data’s accuracy, where our use might be unlawful but you do not want us to erase it, you need us to hold the data even if we no longer require it as you need it returned to establish and exercise any legal claims or;

You have objected to our use of your data but you need to verify whether we can lawfully use it.

If possible we will inform any third parties to whom your data has been disclosed of your requirement.

How to contact us

Please contact us if you have any questions about our privacy policy or information we hold about you.

Home Administrator, Knowle House Nursing Home, Lingfield Road, East Grinstead, West Sussex, RH9 2EJ